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Frequently Asked Questions (FAQ)

Do you have a shop I can visit?

We are currently 100% online only. We are a small family business based in rural NZ. 

Do you ship internationally? 

Not currently. However we hope to offer this option in the near future to Australia - Please contact us at orders@thehiddentreehouse.co.nz for a shipping quote.

What sort of paints do you use?

We use non-toxic natural paint which is VOC free from a NZ based company. 

How long will it take to receive my order?

Our time frames for ‘made to order’ items are noted clearly within the descriptions of the products. Time frames provided vary from product to product, so if for example one product you order says 1 week and another product states 2–3 weeks, then your order combined will be shipped based on the longest timeframe.  

For items in our store which do not state made to order – these will ship the next working day (Mon-Friday) provided you have not also ordered any ‘made to order’ items in the same order.

Once shipped we will email you a tracking number and you should receive your order within 3 – 5 working days, depending on your location in NZ.

You just sent me my tracking number, but there is no tracking info showing when I check?

As we are based in Rural NZ – please allow 24 hours for the tracking details to show. If we email your tracking details on a weekend – this could extend to 48 hours before tracking will show.

Can we be invoiced for an order?

Yes! We offer this to schools and early childhood centres only. The best way to ensure the stock you require is set aside for you. Please place your order online  and at checkout – select payment option “Bank Transfer/Deposit”.

Then drop us an email at orders@thehiddentreehouse.co.nz and let us know you require an invoice to be sent. We do ask payment to be completed within 2 weeks unless prior agreed by us for a longer time frame. Please note – order will ship once payment is received.

Item I want says ‘ Made to Order’, but it’s SOLD OUT. How can I order?

Please email us at orders@thehiddentreehouse.co.nz to enquire the current time frame/availability.

We are most likely awaiting materials to make this item or at times during the year our workshop can become extremely busy and are not able to complete your order within the stated 'made to order' time frame.  If either of these situations happen me mark the item as 'sold out'.   Contact us to discuss current lead times and if happy with the wait, we can process a manual invoice for you.

It won't let me select the colour or item I want to purchase?

This will be because the item or colour choice has sold out.  A sold out icon will not always show on the main page if other colour options or items are still available for this product.  You will only be able to select those items/colours which are still available to purchase.  Please email us to check when the item/colour you want will be available orders@thehiddentreehouse.co.nz